物业管理服务-客户服务高级客服员

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland.

The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou.

Our people are the most precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team.

We are looking for talented, energetic, self-motivated team players. Are you ready to join us now?

工作职责：

1. 理解公司的规范和工作要求，跟随上级执行礼宾服务组的工作，致力为「客人」/「访客」及「租户」提供优质的礼宾服务。
2. 熟悉所有服务流程，依据工作流程服务标准处理及如实执行礼宾服务组的日常工作，适时汇报上级及有效处理任何出现在运作上的问题。
3. 执行礼宾服务及会员服务的内容、客人连络工作及相关的礼宾柜台服务，贯彻实践时刻主动服务，提供有品质的服务体验。包括在礼宾柜台当值，提供增值服务等，适时处理问题和要求；提供有效率的服务。
4. 保持柜台整齐清洁，妥善保存外借的物品，每天检查柜台所需用具及物品均保持完好齐备。
5. 协助处理「客人」/「访客」及「租户」的服务要求和投诉，包括记录、适时跟进及回访。如遇复杂个案，必须给予支援或接手处理，直接向当事人通报处理意见和结果，致力跟进事情直至确认「客人」及「租户」感到满意为止。有需要时与其他部门一同合作跟进问题和意见；及时向上级反映所接收的意见及投诉。
6. 全面了解及熟悉增值服务要求、工作资料或更新的工作流程，有系统地传达至下级并落实运作及推行。
7. 在遇事时，为「客人」/「访客」及「租户」提供第一手现场协助，立即通报上级，寻求协助，并按工作流程与其它组别共同处理。
8. 参与培训，充实个人认知及时刻处在工作状态。
9. 熟悉最新业务运作安排、营销活动及整个项目的相关推广活动。
10. 完成上级交办的其他工作任务。

基本要求：

1. 大专以上学历
2. 两年以上酒店、大型购物中心、写字楼、高档会所或百货业客服经验
3. 理解为「顾客」提供优质及服务的重要性
4. 协调、处理和跟进事件的技巧和耐性，良好沟通技巧和语言表达能力
5. 亲和、友善好客和平易近人的服务态度，及优质服务标准的认知
6. 富有主动性，良好的记忆力，重视事情的细节，良好观察能力，及团队合作精神
7. 正面和热诚的工作态度、及良好个人品格

共同拥抱我们的核心价值：诚信、永续、卓越及开明。

#LI-静岳1

We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, sex, age, religion, disability, marital status, or any other characteristic protected by PRC law.

If you have specific needs that require reasonable accommodation during the recruitment process, please let us know.

Personal Information Collection Statement (For recruitment purposes)

Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application.